If there is an issue with your order, you must contact us within 15 calendar days after delivery.

To start a request, please email us at: Pawlenciostore@gmail.com

Please include:

• Your order number
• Your full name
• A clear explanation of the issue
• Clear photos or videos showing the issue
• Photos of the shipping label and packaging, if available

Requests submitted after 15 days from delivery may not be eligible for a refund, replacement, or store credit.

We may offer a refund, replacement, or store credit if your order arrives:

• Damaged
• Defective
• Incorrect
• Missing item(s)
• Significantly different from what was ordered

To qualify, you must provide clear photo or video evidence within 15 days of delivery.

Please do not throw away the product or packaging until your request is reviewed. In some cases, the supplier or shipping carrier may require additional evidence.

If tracking shows that your order was delivered, but you did not receive it, please first check with:

• Your local carrier/post office
• Household members
• Neighbours
• Building concierge/mail room, if applicable

If the carrier confirms non-delivery, we may require an official written confirmation, claim result, or non-delivery certificate from the carrier/post office before we can approve a refund or replacement.

Orders marked as “delivered” by the carrier are not automatically eligible for refund.

Shipping times may vary depending on the product, supplier, destination, customs, and carrier conditions.

A delayed order may be eligible for review only if the tracking shows the order is stuck, expired, or not moving for an extended period.

In general:

• U.S. orders may be reviewed after 45 days from shipment
• International orders may be reviewed after 60 days from shipment
• Brazil orders may require a longer review period

We cannot cancel, refund, or replace an order simply because shipping is taking longer than expected, unless the order qualifies under our supplier and carrier review process.

Because our items are sourced and fulfilled through different suppliers, we generally do not accept returns or refunds for:

• Change of mind
• Buyer's remorse
• Ordered the wrong item
• Ordered the wrong size, color, or variant
• No longer wanting the item
• Finding the item cheaper elsewhere
• Minor differences in color due to screen lighting or display settings

Please review product details, sizing, and photos carefully before placing your order.

We are not responsible for orders that cannot be delivered because of:

• Incorrect shipping address entered by the customer
• Missing apartment/unit number
• Refused delivery
• Failure to pick up the package
• Failure to respond to carrier/customs requests
• Package returned, destroyed, discarded, or lost because of customer inaction

If a package is returned due to customer error, refused delivery, or an incorrect address, the customer may be responsible for any reshipping cost. Refunds are not guaranteed in these cases.

Do not send any item back without contacting us first and receiving return instructions.

Returns must be approved before being shipped back. If a return is approved, we will provide instructions based on the product and supplier.

If the return is due to customer preference or customer error, the customer may be responsible for return shipping costs. Original shipping fees, shipping protection, and handling fees are non-refundable unless required by law.

Items sent back without approval may not be accepted or refunded.

For health, hygiene, and safety reasons, we cannot accept returns on used or opened pet products unless the item is damaged, defective, incorrect, or missing parts.

Non-returnable items may include:

• Used pet beds, blankets, mats, or clothing
• Grooming products
• Feeding/water products that have been used
• Personalized or custom products
• Clearance or final sale items
• Gift cards
• Products damaged due to misuse, washing, chewing, scratching, or normal wear and tear

Orders can only be cancelled if they have not yet been processed, packed, or shipped.

Once an order has entered processing or shipping, we may not be able to cancel it.

Custom, personalized, pre-order, and print-on-demand products cannot be cancelled once the order is placed.

Submitting a refund request does not guarantee approval.

Each request is reviewed based on:

• The evidence provided
• Tracking information
• Supplier rules
• Carrier confirmation
• The condition of the product
• The timing of the request

If approved, we may offer one of the following:

• Replacement
• Refund to original payment method
• Store credit
• Partial refund, depending on the issue

Once approved, refunds will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund.

If only the outer packaging is damaged but the product itself is not damaged and works as intended, the order may not qualify for a refund or replacement.

For all return, refund, replacement, or order issue requests, please contact us at: Pawlenciostore@gmail.com

Please include your order number and clear photos/videos so we can review your request faster.